Service Level Agreement
XLHost stands behind the dedicated hosting and infrastructure services we provide with a comprehensive service level agreement. In addition to our standard SLA, we can create customized redundant solutions with more robust SLAs and support agreements.
Our public network and power systems will be available 99.9% of the time. Once it is determined that there is an availability issue, you will be compensated per our SLA. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.
Faulty hardware will be replaced within 180 minutes from when an XLHost technician determines that the issue is related to faulty hardware.
Within 7 days, if there is a technical issue with your dedicated server that XLHost cannot resolve, we will be happy to refund your initial payment.
Every service request will be handled by in-house XLHost employees at the Columbus datacenter campus.